Complaints Handler

We're currently recruiting for a Complaints Handler to join a leading housing organisation on a 3-month contract, with the potential for extension. This role is designed to lead, investigate, and resolve complaints in a fast-paced environment, working closely with customers, business leads, and external contractors to seek early resolution. The Complaints Handler will also play a proactive role in identifying and addressing root causes to reduce complaints at source.

This is a full-time, 3-month contract position, with the opportunity for professional development and career progression.

Key responsibilities for the Complaints Handler:

• Triaging, investigating, and resolving assigned complaints efficiently, working with customers and relevant business teams
• Monitoring personal performance against team Key Performance Indicators (KPIs) to ensure effective complaint resolution
• Producing monthly case studies on service failures across the business, working with managers to address service improvement areas
• Engaging with stakeholders across the organisation to negotiate practical solutions and drive service innovation
• Analysing and interpreting data from various sources and presenting it clearly to both internal and external audiences
• Communicating effectively with customers, both internal and external, through a variety of channels, including complex written reports
• Supporting the Quality and Customer Experience Manager in driving process changes to improve customer outcomes
• Taking a structured, consistent approach to problem-solving, ensuring quality, customer satisfaction, and efficiency
• Coaching and training colleagues in complaint management and data requirements

Requirements for the Complaints Handler Position:

• Excellent levels of numeracy and literacy
• Evidence of formal complaints or dispute resolution training (desirable)
• Negotiation skills training (desirable)
• Proven experience of dealing with high-volume, complex complaints
• Knowledge of the Housing Ombudsman's complaint handling code (desirable)
• Ability to challenge senior colleagues to deliver required information and evidence
• Demonstrated experience in identifying root causes of complaints and prioritising key items for resolution
• Experience of drafting concise, clear response outcome letters that are easily understood
• Proven ability to use a range of communication and tracking channels to auditable standards

The Complaints Handler role is offering the following benefits:

• Location: Hybrid working options (1 day from home)
• Hours: 35 hours per week Monday to Friday
• Contract: 3-month contract with the potential for extension
• Start Date: ASAP
• Pay Rate: £27.00 per hour

To apply or find out more, please contact Ryan on 07488 866 709 or email ryan.stewart@niyaapeople.co.uk